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Job Overview
Location
Canada Home Working, Canada
Job Type
Full-time
Category
Customer Success
Date Posted
April 2, 2026
Full Job Description
đź“‹ Description
- • As a Customer Care Specialist (English/French Bilingual) at Malvern Panalytical Ltd, you will serve as the primary point of contact for customers across Canada and the U.S., delivering professional, empathetic, and timely support in both official languages. Your role is critical to ensuring seamless service experiences that uphold the company’s reputation for excellence in scientific instrumentation and customer care, directly contributing to customer satisfaction, retention, and brand loyalty in a global, innovation-driven organization.
- • You will manage inbound customer inquiries via phone, email, and ticketing systems, troubleshoot service-related issues, coordinate with internal teams (including technical support, logistics, and billing) to resolve concerns efficiently, and escalate complex cases when necessary—all while maintaining accurate records in Salesforce and SAP. Daily responsibilities include scheduling service visits, processing service orders, providing product and warranty information, monitoring case status, and proactively communicating updates to customers to ensure transparency and trust.
- • You will operate within a structured, ISO-regulated environment where precision, compliance, and process adherence are paramount, supporting Malvern Panalytical’s mission to enable scientific discovery and industrial innovation through reliable, high-performance analytical instruments used in pharmaceuticals, materials science, semiconductors, and environmental testing.
- • The Customer Care team is a collaborative, customer-centric unit embedded within a global organization of over 2,500 employees across 20 countries, where teamwork, continuous improvement, and professionalism are core values. You’ll work remotely from Canada while engaging with cross-functional teams in North America, Europe, and Asia, gaining exposure to international operations and diverse business practices.
- • In this role, you will develop advanced proficiency in enterprise CRM (Salesforce) and ERP (SAP) systems, strengthen your bilingual communication and conflict-resolution skills, and gain deep insight into scientific instrumentation lifecycle support—positioning you for growth into senior customer operations, service coordination, or technical account management roles within the Spectris Group.
🎯 Requirements
- • Fluency in both English and French, spoken and written, with the ability to communicate complex information clearly and professionally to diverse audiences
- • 3–5 years of proven experience in customer service, administrative support, or a related client-facing role, preferably within a technical, industrial, or regulated environment
- • Demonstrated proficiency with Salesforce, SAP, and Microsoft Office Suite (Outlook, Excel, Word), including the ability to navigate multiple systems simultaneously to resolve customer inquiries
- • Experience working in an ISO-regulated or structured process environment (e.g., ISO 9001, GMP, or similar quality management systems)
- • Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced setting while maintaining accuracy and composure under pressure
- • Proven ability to solve problems independently, escalate issues appropriately when needed, and collaborate effectively within a team-oriented culture
🏖️ Benefits
- • Fully remote work arrangement based in Canada, offering flexibility and work-life balance while supporting customers across North America
- • Opportunity to grow technical and operational skills in leading CRM (Salesforce) and ERP (SAP) platforms used globally by Fortune 500 companies
- • Access to professional development resources and internal mobility pathways within the Spectris Group, a global leader in precision instrumentation and sustainability-focused innovation
- • Inclusive, diverse workplace culture committed to equity and belonging, with active support for underrepresented groups and equitable hiring practices
- • Meaningful work contributing to scientific advancement—helping customers in pharmaceuticals, clean tech, materials science, and more solve real-world challenges through cutting-edge analytical technology
Skills & Technologies
Remote
About Malvern Panalytical Ltd
Malvern Panalytical is a leading provider of analytical solutions for materials characterization. The company offers a comprehensive range of instruments and software for particle size and shape analysis, rheology, molecular weight determination, and surface area analysis. Their technologies are used across various industries, including pharmaceuticals, chemicals, materials science, and food and beverage, to help researchers and manufacturers understand and control material properties. Malvern Panalytical is part of Spectris plc, a global technology group focused on precision measurement.
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